CCS HelpDesk 4.3 for Microsoft Outlook

New version of Outlook Help Desk

Released May 2008

Pro Version now available see it here >>>>>>


We are very excited to announce a new upgrade for our popular Help Desk program. By incorporating the feedback from the 1000's of IT managers around the world who use our program, we have built an effective, yet simple, system to manage your IT support needs.

Over 60 new features have been added in the 4.x version of CCS HelpDesk!

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Here are the most recent versions and their new features:

 

Features In Version 4.3:

Work Log for Quick Resolution - - provides ability to create work log entries when using Quick Resolution feature.

KB article usage counter - Added field to KB articles to indicate how many times it was used to solve issues, allows rating measurement for KB articles

Auto fill date recieved - automatically fills in the date received field when the ticket is open for assignment.

Ticket closed by - Field to indicate who closed the ticket.  Useful if multiple assignees are working on tickets.

New Version auto check - clients would check to ensure client is latest version from network drive. 

"Additional Contact" Label change - ability to change the label on additional contact field on form.

Hide additional fields in Field Manager utility - 9 additional fields may now be hidden.

Auto Due date based on Category - set due date based on category of request

 

Features In Version 4.2:

Field Manager Utility - As the product has matured, many fields have been added to address the needs of a wide variety of organizations. However, not everyone needs all the fields provided on the forms. The Field Manager Utility allows you to choose which fields to present or hide on the forms and notification emails.. Additionally, you can choose which fields are required to be filled in before submitting a ticket.

Billing and Cost Module - This module allows you to set billing rates and increments which are applied to the time tracking data captured in a ticket.

Export Utility - an Outlook-based form with accompanying Access database (mdb file) to allow customers to manually export Assigned and Completed ticket data to a database. This utility will sit in the Reports folder as “Export Utility”.

Hide link in Assigned message - Option in “Notification on Ticket Assignment” utility to hide the link back to tickets in emails sent to the users.

Set Calendar Folder utility - Point to default Calendar for making appointments from the ticket. Allows you to point to another Outlook Calendar than your personal calendar. Great for managing service appointments or schedules.

Option to “Display Assigned Ticket?” when assigning - This feature allows the assigned ticket form to be displayed at the time of assignment . This eliminates the need for the assigner when assigning to him/her self to have to open up the assigned ticket form from the Assigned Ticket folder..

Utility Settings Import and Export Utility - This utility allows you to export all your settings (List Manager, Notifications etc..) to an XML file and restore them at a future time for upgrades or reinstalls. Also Crow Canyon will be offering new templates for quick setup of specific application of the softwares (vertical industry templates, specific uses).

Features In Version 4.1:

Rapid Installation and On-Demand Deployment - Install with one button install for Outlook, and Exchange Server installations. Client on Demand eliminates the need to install client software manually or pushed over the network. Thenetwork first time the end-user opens a helpdesk ticket, the software is automatically loaded from a network shared location on to the client.

 

 

Approval - In the List Manager Utility you can set up certain category and type of requests to require approval be for being processed by the help desk. Example of these might be software upgrades, IT purchase requesitions etc. When the end-user opens a ticket with this type of category and type, an approval box appears fo fill in the specific approver name. The ticket will then be routed to the approver to approve or deny the request. If approved it moves to the HelpDesk folder for processing.

Detail Templates - You can now collect more information via our template feature. A template can be defined to appear with a catagory and type of request. For example if you have a specific electronic form you need filled out with a IT purchase requsition, it can be linked to in the Detail section of the ticket for filling out and attachment to the ticket. A template can also be simple text which asked the requester for more information.

Required Fields - You may now select which fields must be filled in before the ticket can be submitted.

User Defineable Fields - Additional user definable fields have been added to the assigned ticket form and request ticket.

 

Features In Version 4.0:

New Name: This new upgrade will be named "CCS HelpDesk 4.0 for Microsoft Outlook" to comply with Microsoft's trademark agreements and naming conventions for certified Microsoft Office products. It is an upgrade of Outlook Help Desk 3.0 and is the next version in that line of programs.

New Options: One of our challenges has been to provide powerful features for our larger customers while keeping the product simple and efficient for are smaller customers. In support of this we now offer CCS HelpDesk standard edition and CCS HelpDesk Professional Edition. The professional edition includes additional features typically required by larger organizations.

CCS HelpDesk 4.0 for Microsoft Outlook builds on the success of our earlier versions of Outlook Help Desk. We continue to have all the great features of version 3.0, including the email and Web interfaces. In addition, version 4.0 comes with these new features and improvements:

Improved notification options

  • Utility to setup staff notification emails based on selected problem category, excellent for emergency notifications by pager, text to cell phone.

Required fields for ticket submission

  • Designate what fields are required to be filled in before allowing submission of the ticket.

Assigned Tickets with KB integration and better logging

  • Expanded logging features and notifications
  • Staff notes; log entries can be marked private, and these entries are not sent to user
  • Knowledge Base integration - send, create or display a KB article from a ticket
  • better time tracking
  • ticket highlighted if overdue or high priority
  • four custom fields
  • fields for additional contact and vendor support ID.
  • Resolution box and drop-list summarize the fix for future reference

Improved Knowledge Base

  • integrated with Assigned Ticket
  • available over the Web
  • searchable over the Web

Automatic Reply to user when ticket is submitted

  • user gets response immediately that the ticket has been received
  • each ticket is given a Case number that the user can use when referring to a ticket
  • response is given whether ticket is created by email, over the web or in Outlook

Locking of Tickets prevents Conflict messages

  • New "Record Lock" utility prevents conflicts
  • Only one person at a time can have the ticket open for changes
  • Others can view the ticket as read-only when it is locked

Quick Resolution

  • option to quickly record and close a new ticket rather than assign it.

Ticket Assignment by designated staff only

  • only designated staff members can assign tickets.
  • users do not have access to the ticket assignment page and cannot assign tickets.

Integration with Asset Tracking/Auditing software

  • assigned tickets can be set to integrate CCS Network Inventory, a powerful asset tracking software that we now offer as a separate purchase
  • ticket can be linked to other asset tracking software as needed

Enhanced Web pages - no login, KB access, attachments uploading

  • no login required for Window users -- Integrated Windows Authentication used
  • flexible listing of tickets
  • Knowledge Base available over Web
  • Attachments can be uploaded and viewed over the Web
  • separate user views, users only see their own tickets

Improvements to Utilities

  • List Manager lets you set defaults for each list
  • Multiple Pop Up messages can be configured
  • The sending of Completion messages is enhanced -- message can go to user or tech and a utility controls if the staff is asked or not before sending message.
  • Ticket Color utility includes pre-set themes that make it easy to change colors

License Manager
  • License level information is tracked and number of seats is validated - Note you need to make sure your license level is up to date, see upgrade FAQs.

New features in CCS HelpDesk Professional Edition (June 2008 availability)

  • Escalation Manager - escalate tickets and take action (notification, change priority etc.) based on your service level criteria.
  • Full Web inteface support - adds web support so staff can modify, add to log, and close tickets over the Web
  • Export facility for export to SQL or Access
  • Desktop Snapshot - get realtime hardware, software, capacity, audit log and other desktop information on request right from the trouble ticket.

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